Sources of Customer Satisfaction and Dissatisfaction With Information Technology Help Desks

This study investigates the determinants of customer satisfaction and dissatisfaction with service encounters involving information technologyhelpdesks. TheISsatisfactionresearchthathasbeendonetodatehasviewedsatisfactionasanattitudinal,bipolarevaluative construct (Melone 1990; Heckman 1993). Satisfaction as viewed in this way is a relatively enduring, stable cognitive state. In the marketingliterature,however,satisfactionhasalsobeenconceptualizedasalessenduringpost-consumptionresponse. Inthisstudy, a conceptualization of the satisfaction construct based on the service encounter and consumer product satisfaction literatures (e.g., Bitner,BoomsandTetreault1990)isadoptedasastartingpoint. Afterresponsestohelpdeskserviceencountershavebeenanalyzed from this perspective, an attempt is made to integrate these findings with attitudinal satisfaction constructs

CUSTOMER COMPLAINT INFORMATION SYSTEM AT NATIONAL STANDARDIZATION AGENCY OF INDONESIA

Technological developments changes the flow of information, where anyone can receive information easily. BSN as an Indonesian non-ministerial government institution needs to think about customer satisfaction with the services that provided. Completion of customer complaint is an important thing in fulfillment customer satisfaction. At present, the delivery of information regarding complaints against BSN services is still done in a conventional manner, where each user submits a complaint directly to the Helpdesk. However, in this case the section head is difficult to monitor every complaint that exists to improve the SLA. By proposing an Customer Complaint information system that can monitor customer complaints, it is hoped that it can improve service to any complaints that exist. This research is expected to assist users so that any complaints submitted can be resolved immediately, and are expected to increase SLA

Diffusion of Helpdesk Systems – The Influence of Personal Networks on the Level of Adoption

The high importance of the availability of end user computing systems raises the need for effective and efficient helpdesk systems. However, research shows that the adoption and diffusion of such systems is surprisingly low. Classical approaches to deal with this problem solely focus on the system itself, especially by focusing on the quality of the helpdesk. But this neglects the fact, that problem solving often takes place in unofficial personal networks. This aspect gains importance due to the increasing relevance of team-based work structures. Motivated by this, we present a model of adoption of helpdesk system that considers the quality of personal networks as influencing factor for the level of adoption

Knowledge Management in Information Technology Help Desk:Past, Present and Future

Information technology has changed the way organizations function. This resulted in the reliance of help desks to deal with information technology related areas such as hardware, software, and telecommunication. Besides, the adoption of business process reengineering and downsizing have led to the shrinkage of the size of help desk. The shorter information technology product life cycle has worsened the situation by increasing the already sizeable help desk’s user base. Consequently, the help desk has to cover more information technology products and resolute more technical enquiries with less staff. Thus, the outcome is clear that users have to wait comparably longer before help desk staff is available to offer assistance. This paper describes the contribution of knowledge management in retaining knowledge and solving “knowledge leaking” problem. The research presents the development of user selfhelp knowledge management system to re-distribute incoming enquiries so that simple and routine technical enquiries can be resolved without help desk intervention

The Development of a User Self-Help Knowledge Management System for Help Desk: Deployment of Knowledge Management Approach and Software Agent Technology

Most help desks have admitted their call volume has increased in the past decade while “help unavailable when needed” is the major reason for service delivery failure and user dissatisfaction. The habit of calling help desk for simple problems has prompted the investigation of transferring part of first-level troubleshooting duty from help desk to user. This research proposes the development of user self-help knowledge management system that allows user to solve simple and routine technical enquiries. The proposed approach incorporates software agent to allow autonomous handling of enquiries so that the most appropriate solution and user communication can be facilitated

Exploring personality moderation effects on satisfaction and loyalty in the airline industry

Purpose: The United States airline industry is a highly competitive industry. Airlines could benefit from satisfied and loyal customers. This study investigates the effect of personality traits of airline consumers on satisfaction and loyalty in the U.S. airline market. Design/methodology: An online survey was constructed to measure the “big five” personality traits, service quality, satisfaction, and loyalty. Data were collected using Amazon Mechanical Turk, resulting in 624 respondents. Factor analysis was conducted using principal component extraction and varimax rotation. Findings: The results show that age, education, employment, service quality, extraversion and agreeableness are found to be significant and influence satisfaction. When examining the moderation effects of personality on the service quality and satisfaction relationship, extraversion is influential. Gender, education, and satisfaction are found to be significant and influence loyalty. Personality was found to be non-significant when examining both direct and moderation effects on loyalty. Originality/value: This research examined the big-five personality traits, often not investigated in airline satisfaction and loyalty studies. This study offers several managerial insights and theoretical implications that practitioners and researchers who are interested in airline satisfaction and loyalty might use. Further, this study may provide a foundation for future research in airline and airport satisfaction, loyalty and service quality

New perspectives on design and delivery: The context of service desk

This research has identified the trends apparent in service desk design and delivery literature. By doing archival analysis, this investigation has led to the development of a generic framework which has identified three themes in service desk design – User groups, Support models, and Technology types – and two themes in service desk delivery – Direction of delivery, and Executive support level. This research also aims to provide an understanding of service desk functions and the challenges faced by organisations in delivering those functions